Branch Team Lead (Full Time) Charlotte, NC
About The Position
The Branch Team Lead helps lead daily branch operations to ensure customer service and operational excellence, and supports company projects and results with branch teams. The role promotes an environment where team members are empowered and engaged in the company's success, and works with the branch leadership team. The position reports to an Operations Manager or Branch Manager. The role provides daily direction to branch team members, helps improve customer satisfaction, sales, safety, and operational performance, and supports customer retention. It includes coaching and feedback, monitoring counter transactions, onboarding and training team members, and creating work schedules to support productivity and staffing. The Branch Team Lead also assesses processes using Continuous Improvement methodology, recommends and implements improvements, collaborates with internal partners, and may respond to emergency customer calls after hours.
Requirements
- High school diploma or bachelor's degree.
- Minimum 3 years of customer service and sales experience.
- 2 or more years of management experience in a customer service environment.
- Ability to communicate the branch vision to all employees.
- Ability to train people on processes, procedures, compliance, and product knowledge.
- Competence using computers and software applications, including SAP.
- Ability to operate powered industrial equipment.
Responsibilities
- Provide customer service and direction regarding the daily activities of a team at the branch location.
- Clarify direction for team members through projects, priorities, company strategy, and continued feedback.
- Help improve operational metrics in customer satisfaction, sales, safety, and operational improvements.
- Provide a creative customer experience and ensure customer retention and satisfaction.
- Provide frequent, direct, and candid feedback to strengthen or enhance skills needed to run branch operations.
- Monitor counter transactions and provide appropriate guidance to team members.
- Facilitate team member onboarding and ongoing training.
- Build work schedules to ensure productivity and appropriate staffing levels.
- Assess processes for improvement opportunities using Continuous Improvement methodology.
- Suggest and implement changes to enhance defined processes and improve sales and service.
- Foster collaboration among internal partners, including Sales, Branch Network, Customer Service Centers, and Onsite Services teams.
- May take and respond to emergency customer calls after hours.
Benefits
- Medical, dental, vision, and life insurance coverage starting on day one.
- Six free sessions each year with a licensed therapist.
- 18 paid time off (PTO) days annually for full-time employees, prorated based on employment start date.
- Six company holidays per year.
- 6% company contribution to a 401(k) Retirement Savings Plan each pay period, with no employee contribution required.
- Employee discounts.
- Tuition reimbursement.
- Student loan refinancing.
- Free access to financial counseling, education, and tools.
- Maternity support programs and nursing benefits.
- Up to 14 weeks of paid leave for birth parents and up to 4 weeks of paid leave for non-birth parents.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
